Executive Guest Relations & Customer Experience

Avisena Healthcare Sdn. Bhd.; Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical Coverage

Education support

Sponsored courses or workshops

Job summary

Avisena Specialist Hospital, Shah Alam, is seeking an Executive for Guest Relations & Customer Experience to lead the GRU and drive excellence in patient service. You will monitor CSI/NPS, manage customer feedback, and coordinate investigations and improvements across departments.

The role requires 5–7 years in a similar field, strong English and Bahasa Malaysia, and the ability to work under pressure, including overtime.

Qualifications

• 5–7 years experience in guest relations or related clinical/organizational field.
• Excellent in English and Bahasa Malaysia (written and verbal).
• Knowledgeable of hospital daily operation processes.
• Reliable in making immediate decisions and providing solutions.
• Able to work under pressure and multitask effectively.
• Willing to work overtime including public holidays when required.
• Able to lead a team and work well with others.

Responsibilities

• Plan, develop and manage daily Guest Relations Unit operations and events.
• Focus on CSI, NPS and CFM with timely reporting and clear recommendations.
• Ensure timely monthly CSI analysis and distribution to departments.
• Implement approved recommendations with ongoing monitoring by GRU team.
• Handle feedback and complaints professionally and ensure resolution per patient rights.
• Maintain follow-up with customers and Heads of Department until issues are resolved.
• Manage patient surveys, verbal/written complaints and keep proper records.
• Main PIC for Avisena Survey Portal & CRM Portal – monitoring and reporting.
• Coordinate investigations of complaints with Heads of Department for action.
• Work with HOD GRCX as PIC for Avisena Careline, Voice Logger and NPS data sampling.
• Coordinate with management and customers to resolve major complaints about Avisena.
• Foster good internal and external relationships to enhance customer service culture.
• Attend department meetings and participate in task forces and training programs.
• Coach and train staff on customer service; assess performance and competency.
• Participate as main Committee Members of AVISENA Mamas & Kids Club.
• Plan, guide and monitor staff yearly KPIs.

Skills

English proficiency

Bahasa Malaysia

Decision making

Multitasking

Team leadership

Customer service

Interpersonal skills

Job description

Executive Guest Relations & Customer Experience

• 1. Main responsibility is to manage the department by excellence customer service initiatives being implemented and continuous service recovery improvement in being applied by GRU team.
• 2. Focus on monitoring the monthly Customer Feedback Management (CFM) and Customer Satisfaction Index (CSI) and brainstorm with respective department involves for area improvising and best solutions to avoid repetition if incidents in future.
• 3. Act as the 2nd liner in the department, assist in daily departmental operation and attend meetings and participate actively in hospital task force activities representing the HOD (should there be any needs or during HOD’s absence)

DUTIES & RESPONSIBILITIES:

• 1. Planning, developing and managing of Guest Relations Unit daily operation any events related to hospitals.
• 2. Focus on Customer Satisfaction Index (CSI); Net Promoter Score (NPS) and Customer Feedback Management (CFM) are carried out timely with clear and informative report analyzing and effective recommendations to enhance the results.
• 3. Ensure that monthly Customer Satisfaction Index report is analyzed with summary and distributed to all departments on time.
• 4. Ensuring of the implementation of approved recommendations with consistent monitoring by GRU team.
• 5. Ensure that all feedback and complaints are handled effectively, timely and resolved in a professional standard in compliance to patient and family rights.
• 6. Responsible to ensure consistent follow-up with the customers and respective Head of Department until the matter is resolved.
• 7. Management of customers’ feedback trough patient survey questionnaires, verbal and written complaints and maintaining a proper record of all feedback received.
• 8. Main PIC for Avisena Survey Portal & CRM Portal – daily and monthly monitoring as well as reporting.
• 9. Coordinate and handling of investigation of customer’s complaints and coordinating with respective Head of Department for appropriate action.
• 10. To work hand in hand with HOD GRCX as PIC for AVISENA Careline, Voice Logger and NPS data sampling & formularization.
• 11. Responsible in coordinating with the management and customers in resolving major complaints claimed towards AVISENA or AVISENA Consultants or AVISENA staff.
• 12. To cultivate, establish and sustain, good inter-relationship rapport with both internal and external customer for enhancing excellent customer service culture in the organization.
• 13. To attend department meetings and participate actively in task force activities as well as training programs instituted by the hospital.
• 14. To coach and provide personal training on customer service for new Guest Relations & Ambassador Unit staff to enhance interpersonal and people skills and knowledge including regular assessment of the staff’s ability, performance and competency level.
• 15. To participate actively as main Committee Members of AVISENA Mamas & Kids Club.
• 16. To enhance team spirit and perform other related duties as assigned in the department or organization.
• 17. To plan, develop, guide and monitor staff performance yearly KPI.

SKILLS & EXPERIENCE REQUIRED

• 1. At least 5 to 7 years working experience in other organization or related field or clinical area
• 2. Excellent in both verbal and written in English & Bahasa Malaysia.
• 3. Knowledgeable and well-vast in hospital daily operation process.
• 4. Reliable in making immediate decision, provide solutions or ideas.
• 5. Able to work under pressure and capable of multitasking.
• 6. Willing to work on overtime or extra hours including public holiday should the need arises.
• 7. Able to be good team leader and team mate.

OTHERS ADDITIONAL REQUIREMENT(S)

• 1. Passionate about Customer Service and Hospitality Management.
• 2. Warm, easy-going and able to socialite with people.
• 3. Proper and pleasant personality, confident, excellent interpersonal and communication skills.
• 4. Professional look and appearance, good attitude, trustworthy and excellent skill in Customer Service or other customer-oriented field.

Perks and benefits Medical Coverage Individual achievement rewards Education support Sponsored courses, certifications, or workshops

Avisena Specialist Hospital is a fast growing healthcare group in Shah Alam offering a combined spectrum of primary care, specialist services and health wellness programs to serve the healthcare needs of our community, national and international customers. Avisena strives to continually provide uniquely differentiated service with uncompromising commitment to service quality to all our customers. We take pride in our reputation for creating a truly caring experience at Avisena. We constantly envision new services and requirements through customer engagements and strategic partnerships. By doing so, Avisena creates a winning formula by satisfying the evolving healthcare needs of our customers

Avisena Specialist Hospital is a fast growing healthcare group in Shah Alam offering a combined spectrum of primary care, specialist services and health wellness programs to serve the healthcare needs of our community, national and international customers. Avisena strives to continually provide uniquely differentiated service with uncompromising commitment to service quality to all our customers. We take pride in our reputation for creating a truly caring experience at Avisena. We constantly envision new services and requirements through customer engagements and strategic partnerships. By doing so, Avisena creates a winning formula by satisfying the evolving healthcare needs of our customers